MetLife

* we will consider applications from European locations where MetLife has a presence. Warsaw, Poland would be the preference. 

The Team You Will Join 

The Global Technology & Operations group (GTO) is a diverse team of engineers, developers, business analysts with the freedom to create innovative solutions to address core business challenges within MetLife. EMEA ITSM’s strategy is to deliver a differentiated customer experience and increase MetLife’s operating leverage by actively managing Major Incidents, Problem, Change, Knowledge and IT support vendors. 

The Opportunity 

The IT Service Management (ITSM) Analyst provides oversight for the Incident, Request, Change, and Problem Management functions across EMEA, resulting in Continuous Improvement, Communications Management and Knowledge Management. The ITSM Analyst will quickly build a network of IT and Business Professionals within the company. This network will be critical to ensuring major incidents are addressed in a timely manner and root causes are identified for future prevention. This role is a change agent that should keep us on our toes, ensuring that we’re focused on the big picture issues.

Ultimately, the success of the ITSM Analyst will be defined by the reduction in negative end user impact, improving the end user experience, increasing productivity, and managing risks to the level acceptable to the business.

Success in this ITSM Analyst  role requires strong oral and written communication skills, teamwork, negotiation, and partnership skills. You’ll collaborate closely with the EMEA ITSM Lead, country CIO’s and the EMEA CTO in an environment where every contribution is respected, and every perspective is heard.

How You’ll Help Us Build a Confident Future (Key Responsibilities)

• Promotes accountability and ownership for the team by supporting compliance to processes. 
• Assist with Incident, Problem, Request and Change Management functions with analysis of trends and patterns
• Data Analysis and Reporting, analyse service data to identify trends, prepare dashboards, monitor key performance indicators, and provide actionable insights for improvement. 
• Responds to advanced issues or problems and finding resolutions based on experience and expertise
• Serves as one of the highest levels of escalation support for multiple work areas
• Participates in variety of service improvement initiatives 
• Implements lessons learned for process improvement activities, i.e., governance/adherence, assessments, brainstorming, improvement recommendations
• Actively participates in decision making. Facilitates technical conversation to ensure teams are focused on incident and problem actions appropriately
• Incorporates customer impact and needs into process to ensure proper focus and actions are taking place
• Works with IT teams, including the Helpdesk and IT Support, to identify gaps and inefficiencies in existing operations, proposing solutions/improvements
• Provides off-hour and weekend support for high priority incidents (and root cause investigations as needed) 
• Supports additional job requirements as role and ITIL practices mature within organization

What You Need to Succeed (Required Qualifications)

• This individual should have prior experience in an ITSM Role and its functions, having matured the processes at their previous organizations.
• 3+ years’ prior ITSM experience
• Ability to think critically, analyse, listen, clarify, and solve problems 
• A high level of customer awareness
• Ability to interact effectively with a global teams across multiple time zones
• ServiceNow – Ticketing system
• Proficient verbal and written communication skills; able to articulate information appropriately for a range of audiences
• Detail and process-orientated with strong customer service skills
• Ability to prioritize work
• Ability to work in a team environment

What Can Give You an Edge (Additional Skills)

• Intermediate ITIL Certifications (e.g., ITSM, ITILv4)
• Proficient with the MS Office suite used in day-to-day work functions: Visio, Excel, PowerPoint 
• Knowledge of continuous process improvement
• Broad knowledge of IT systems, Automation toolsets, and Industry best practices 
• Ability to execute multiple assignments concurrently in a fast-paced ever-changing environment